If you run a US-based business, you already know how expensive, competitive, and time-consuming it is to build technical teams. NetSuite support is no different. After go-live, the real work begins — users need help, reports need fixing, workflows evolve, integrations break, and twice-a-year releases force you to test every customization. Your support model determines the stability of your operations and the rate of your company’s growth.
Most teams consider three options: hiring in-house, relying on NetSuite’s support, or outsourcing to a partner. On paper, all three seem workable. In practice, US companies continue to choose outsourcing because it delivers higher expertise, lower costs, and predictable delivery without lengthy hiring cycles.
Let’s break it down.
Why Companies Struggle With In-House NetSuite Support
Hiring a full-time NetSuite admin in the US may sound like the most controlled option — someone on payroll who knows your processes and can respond quickly. But the challenges show up fast.
1. One person can’t cover everything
NetSuite is too broad for a single US-based admin to manage end-to-end. You’d need an admin, developer, integration specialist, and release manager. Most companies hire one person and hope they can do it all, which slows progress.
2. US talent is pricey and hard to recruit
US NetSuite salaries have climbed steadily. Six-figure compensation is now standard for certified talent, and many candidates expect hybrid or remote flexibility with strong benefits. Recruitment can take months, and retention is a constant concern.
3. Limited exposure slows problem-solving
Internal admins are familiar with your workflows but may not be aware of the fastest or most efficient solutions. Most haven’t seen enough other NetSuite environments to benchmark or optimize effectively.
4. Release cycles eat up bandwidth
NetSuite’s semiannual releases carry real risk. Testing, fixing scripts, and validating integrations can overwhelm a small US team already handling daily tasks.
In-house gives you control, but not the depth you need to stay efficient.
Why Outsourcing NetSuite Support Works Better
Outsourcing flips the economics and solves the talent shortage that US companies face. Instead of relying on one or two expensive hires, you get a full team of specialists who already understand the platform inside out.
1. Immediate access to specialists
No ramp time. No guesswork. You tap into experts who solve NetSuite issues every day across finance, supply chain, manufacturing, and services.
2. Far more cost-efficient
For the cost of one US-based admin, you often get a bench of consultants — admin, developer, solution architect, release lead, and more. That’s a huge advantage when budgets need to stretch.
3. Capacity that adjusts with your growth
US companies scale fast. Mergers, new entities, new tools, new processes. Outsourcing gives you bandwidth on demand without increasing payroll.
4. Faster issue resolution
Partners bring pattern recognition from dozens or hundreds of accounts. They don’t waste hours diagnosing problems you’ve never seen before.
5. Consistent optimization
Rather than reacting to tickets, a strong partner keeps your system clean, stable, and aligned with your roadmap. Automation, dashboards, and process improvements become routine.
6. Better alignment to US compliance and reporting needs
A good NetSuite partner understands US GAAP, state-level tax nuances, SOX-lite expectations, audit requirements, and the financial reporting pace that US leadership teams expect.
If you’re running operations across multiple US states or working toward faster closes, outsourcing gives you depth you won’t achieve with one or two in-house hires.
Where the Hybrid Model Fits — and Why It Still Favors Outsourcing
Some US companies want an internal point person for user questions and process ownership, but they still rely on external expertise for all technical matters. That’s where the hybrid model shines — but the outsourced partner still carries most of the weight.
A healthy split looks like this:
Your internal team manages daily admin tasks, approvals, and small configuration needs.
Your partner takes on the technical work: SuiteScript, integrations, analytics, data migration, cleanups, enhancements, release testing, and performance tuning.
What this really does is protect your internal team from burnout while giving you top-tier expertise on demand. This setup is especially common among US mid-market businesses where teams run lean, but expectations stay high.
A strong partner also brings structure that most in-house teams struggle to maintain: predictable response windows, dedicated support leads, clear documentation, and proactive checks to prevent issues before they occur.
EPIQ Support model is built for this US reality — flexible service tiers, a dedicated engagement team, and continuous improvements mapped to your business plan.
The result is simple: you keep internal ownership where it matters and outsource the work that requires specialized skill.
How to Know Outsourcing Is the Right Fit for You
If you’re operating in the US, you’re likely ready to outsource if any of this feels familiar:
- You can’t justify hiring a full US-based NetSuite team.
- Recruiting certified talent is slow, expensive, or inconsistent.
- Projects sit on the backlog for months.
- Business growth is outpacing system capabilities.
- Releases cause recurring issues.
- One admin is juggling too much.
- Leadership wants stronger reporting, automation, and oversight.
If those points ring true, outsourcing won’t just stabilize your system — it will unlock more value from it.
Final Thoughts
NetSuite is powerful, but without the right support model, US companies end up with slow fixes, overwhelmed admins, and underutilized features. In-house support gives you proximity. NetSuite’s own support gives you coverage. But outsourcing gives you the depth, speed, and flexibility that modern US businesses actually need.
Blend it with a hybrid approach, and you get something even better: internal ownership backed by a partner who ensures NetSuite stays reliable, optimized, and ready for what comes next.
Frequently Asked Questions
Why should a US business outsource NetSuite support?
Outsourcing gives you instant access to specialists who understand US accounting rules, tax nuances, and compliance needs. It reduces cost, improves response time, and removes the hiring burden.
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Is outsourcing better than building an in-house NetSuite team?
For most US companies, yes. An in-house admin can handle daily tasks, but the deeper work — integrations, scripting, audits, and release management — is more efficient and affordable with an external partner.
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What does a NetSuite support partner typically handle?
A partner manages advanced tasks like customizations, workflows, integrations, data cleanup, reporting, troubleshooting and ongoing optimization. They also guide you through audits and new releases.
What does my internal team handle in a hybrid model?
Your team focuses on user support, approval flows, minor updates and business process decisions. The partner steps in for everything technically complex or time-consuming.
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How does outsourcing help with US-specific compliance?
Specialized partners understand GAAP, state taxes, SOX-lite controls and audit expectations. Their structure and documentation help finance teams maintain clean, traceable reporting.
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Can outsourcing reduce NetSuite costs?
Yes. You replace the cost of hiring, training and retaining full-time specialists with flexible support hours or tiers. You only pay for what you use, and you get higher-quality expertise.
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What makes a strong NetSuite support partner?
Look for a team with US industry experience, fast response times, structured SLAs, proactive optimization, and a clear understanding of finance, compliance, and growth priorities.
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Does outsourcing slow down daily operations?
No. A good partner sets up quick channels for issue resolution, release preparation and enhancements, all while your internal staff manages routine tasks without bottlenecks.
How does outsourced support improve NetSuite optimization?
Partners work across dozens of US NetSuite accounts, so they know best practices, common pitfalls and new features. This leads to faster improvements and a more efficient system.
